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Customer Support Specialist

3 months ago

Attleboro, United States Globe Composite Solutions Full time
Job DescriptionJob Description

SUMMARY:

Under the direction of the ESS Sales Manager, responsible for all coordination of ESS sales activities, from quote generation through production and final shipping. Works with sales, production, engineering, quality and customers to ensure customer and company satisfaction in line with company vision and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Manage projects from start to finish, beginning with the original RFQ and ensuring the job is shipped on time. Communicate with customers, obtain drawings, receive POs, and track shipments.
  • Establish and maintain relationships with relevant client stakeholders, providing day-to-day contact on project status and changes and updating customers as needed.
  • Communicate with outside vendors for machining quotes.
  • Collaborate with engineering on any specific issues or assignments.
  • Ensure continuity of workflow for ESS Sales Orders—Receive orders as assigned and create long—and short-term plans, including setting targets for milestones and adhering to deadlines.
  • Enter and ensure accuracy of data in ERP system (currently Sage 100). - Create quotes and update sales orders based on customer needs. Communicate with customers during the Sales process.
  • Create new projects in WIP database.
  • Communicate with customers as needed to update order status, receive orders from existing quotes, obtain current drawings, and other communications as may be needed.
  • Provides internal sales support functions for ESS customers. Updating customers on current order status and expected delivery dates. Follow up with customers on provided quotes.
  • Review product drawings prior to release to creating travelers for legibility and information requirements.
  • Develop traveler packets, ensure accuracy and provide for release to production. Use customer/ESS drawing to create work ticket templates and traveler - sign as originator/project manager. Forward to Lorraine Potter (Manager) to be released to the shop floor.
  • Confirm material/supply requirements for released jobs with sufficient timing to prevent downtime.
  • Participate in trade shows.
  • Develop clear and effective written proposals/quotations for current and prospective customers. Create new customers in Sage and accept customer POs and credit card information.
  • Expedites the resolution of customer complaints by investigating problems, developing solutions, and making recommendations to management.
  • Create weekly sales reports on each job and their corresponding status. Current reports include monthly sales reports, weekly projected sales revenue reports, and project summary status reports.
  • Adhere to Business Management System requirements


SKILLS AND QUALIFICATIONS:

  • Demonstrates technical ability and product knowledge
  • Intermediate knowledge of MS Office applications and business software such as Sage and Salesforce
  • Demonstrates aptitude for problem solving; collaborates with others; ability to determine solutions for customers and prospects
  • Results-oriented and able to work both independently and within a team environment
  • Excellent verbal and written communication skills
  • Excellent presentation and negotiation skills
  • Ability to multi-task and be flexible/adaptable to meet changing or multiple deadlines
  • Dependability - Follows instructions, responds to management direction, takes responsibility for own actions, keeps commitments; commits to long hours of work when necessary to reach goals.
  • Complete tasks on time or notify the appropriate person with an alternate plan.
  • Judgment - Ability to exercise judgment to solve operational problems where the answer is not apparent
  • Initiative—Offers own ideas for improvement to promote the organization's goals. Seeks feedback from appropriate people on the effects of actions. Identifies a problem, obstacle, or opportunity and takes action to address current or future problems or opportunities within the scope of the position, as authorized.
  • Resource Management - Effectively and efficiently allocates all human, financial, and material resources of the organization to meet business objectives
  • Builds trust, drives execution, fosters innovation and demonstrates high integrity
  • Intermediate math skills, including an understanding of cost structures and gross margin calculations

EDUCATION:

  • Bachelor's degree in business or related field,

PHYSICAL DEMANDS:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Frequently moving about to accomplish tasks.
  • Constantly communicating with others to exchange information.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

Majority of work is performed in a typical office environment with no major sources of discomfort. Essentially a normal controlled working environment with noise levels within acceptable safety limits and acceptable lighting and temperature conditions.

WORK AUTHORIZATION/SECURITY CLEARANCE:

  • Candidate may be required to obtain U.S. Government Security Clearance at the appropriate level. US Citizenship is required to obtain Security Clearance.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GLOBE COMPOSITE SOLUTIONS IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER THAT VALUES THE STRENGTH DIVERSITY BRINGS TO THE WORKPLACE. APPLICANTS ARE CONSIDERED ON THE BASIS OF SKILLS, EXPERIENCE, AND QUALIFICATIONS WITHOUT REGARD TO RACE, COLOR, RELIGION CREED, SEX, SEXUAL ORIENTATION, AGE, NATIONAL ORIGIN, ANCESTRY, MARITAL STATUS, PHYSICAL AND MENTAL DISABILITY, PROTECTED VETERAN STATUS, MEDICAL CONDITION, GENETIC INFORMATION OR CHARACTERISTICS, GENDER AND GENDER IDENTITY, OR ANY OTHER LEGALLY PROTECTED STATUS, AND FOR INQUIRING ABOUT, DISCUSSING OR DISCLOSING COMPENSATION. PLEASE NOTE, THE COMPANY PROVIDES GOODS AND SERVICES TO THE US GOVERNMENT UNDER THE INTERNATIONAL TRAFFIC IN ARMS REGULATIONS (ITAR) AND MUST COMPLY WITH THE REQUIREMENT THAT ALL EMPLOYEES BE US CITIZENS OR PERMANENT US RESIDENTS WITH VALID GREEN CARDS.